Resident Support Coordinator

Requisition ID: 42885

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world's most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose & Function
Reporting to the Quality Assurance, Program Manager, Non-Market Housing Operations (NMHO) the Resident Support Coordinator (RSC) works with tenants, community partners, Residence Managers, and Residence Attendant Shift Leads to develop and implement culturally informed tenant engagement programmatic resources and supports programmatic delivery models that enhance operational and tenancy outcomes. The role also works with various internal teams and external community partners to resolve potential issues, coordinate opportunities, and facilitate changes that increase the chances of successful tenancies. In coordination with the Quality Assurance, Program Manager the position is responsible in leadership to staff with the implementation and smooth transitioning of programming and services to City of Vancouver's owned and operated Residences.

The RSC works with tenants to provide emotional support, develop skills and access resources to increase their capacity to be successful in the living, working, learning, and/or social environments of their choice. The position provides these services directly or facilitators and co-ordinates access to services available on the site and in the community. The position establishes positive working relationships with a diverse tenant population from various socioeconomic backgrounds and supports with overcoming challenges living in a social housing environment. The position identifies and actions tenant resource support requirements, including needs assessment, building programming business models within independent living environments

Specific Duties & Responsibilities

• Works with families and individuals, as a member of a multi-disciplinary team, to promote a supportive and safe community environment at each Residence
• In consultation with the Quality Assurance, Program Manager, develops and facilitates access for tenants to social, occupational, spiritual, financial, intellectual, recreational, and educational activities and programs; inspires and assists tenants in taking next steps to achieve their individual goals; and co-ordinates activities with and for tenants in conjunction with community agencies.
• Assists and provides tenants with a variety of training and education in the areas of daily living skills, money management, self-care management, and social development skills; supports with the development and achievement of individualized wellness plans.
• Assists team members and/or initiates dispute mediations among tenants, with goal of helping tenants learn problem-solving techniques and the ability to resolve disputes independently
• Provides assistance to tenants by engaging them in housing management discussions, advising on options and expectations concerning conflict of resolution and tenancy-related issues, and offering emotional and service related supports.
• Organizes and/or participates in social activities and events funded by tenant programs and other tenant engagement related initiatives to improve quality of life of tenants.
• Attends and represents City of Vancouver at community celebrations, events and gatherings.
• Supports tenant led activities at City of Vancouver Residences for wellness, self-sufficiency, self-development, and community building and works collaboratively with tenants to ensure successful peer-to-peer activities are implemented on site.
• Assist tenants with organizing and accessing space on site for group events or rentals, in consultation with team members on appropriateness and timing.
• Supports the development, planning, budgeting and implementation of such events.
• Collects information on the current community resources that surround building sites and identifies potential partnerships with organizations to facilitate specific services to tenants or communities and works collaboratively with the Quality Assurance, Program Manager to initiate and implement possible programming opportunities from these community resources.
• Documents substantive interactions with tenants as required for referral purposes and continuity of service delivery; completes program reporting statistics for groups or services running on site.
• Supports data collection or data entry requirements that support knowledge sharing and awareness across all accountabilities and business system platforms.
• Works with NMHO management team on the development, coordination, and execution of special projects intended to enhance the quality of life for resident populations served as well to engender safe and healthy Residences and workplace settings.
• Establishes a positive working relationship with external agencies and community resources. Collaborates with community service providers to facilitate services to individual tenants and building sites.
• Works with members of the City of Vancouver Non-Market Housing Operations team to develop exit strategies for tenants transitioning from Residence; facilitates meetings with NMHO teams and/or external organizations to address and find resolution for potential issues and makes referrals to other housing organizations, with the objective of maintaining successful tenancies. May attend Residential Tenancy Branch hearings
• Works with site team to resolve property management issues that may affect tenancies and assist with anticipating and mitigating potential problems.
• Participates in meetings to address issues related to tenants, housing site, and community. Provides recommendations on the development and improvement of processes, policies, and programs
• Provides support to program participants in semi supported housing programs
• Participates in training and seminars as required
• Performs other related duties that do not affect the nature of the job, including participating on project task teams or assisting with special assignments
• Other duties as assigned.

Qualifications

Education and Experience:

• Completion of a diploma, certification program or university level courses in community social service, health care delivery, community mental health, or other relevant discipline.
• Considerable related experience in non-profit housing with an emphasis on working with people who experience issues with mental health, addictions, homelessness and/or poverty, or an equivalent combination of education and experience.
• Safety Oriented First Aid and CPR Certificate

Knowledge, Skills and Abilities:

• Considerable knowledge of the aim and philosophy of Non-Market housing.
• Considerable knowledge of the histories, barriers and co-occurring disorders of the tenant group.
• Working knowledge/understanding of mental health and addiction complexities, including harm reduction principles and practices.
• Considerable knowledge of the housing continuum, including market, subsidized and supported housing systems, including program models for special needs populations
• Working knowledge of legislation and regulations related to the Residential Tenancy Act
• Considerable knowledge of the social, medical, financial and community resources available to clients.
• Sound practical knowledge of the rules, practices and procedures of office and program administration Proficiency with MS Office programs and platforms with higher intermediate to advanced functions.
• Ability to support multiple complex administrative operational projects simultaneously
• Ability to investigate and problem solve creatively and within established regulations
• Ability to establish and maintain collaborative relationships with tenants, non-profit housing agencies, and landlords
• Ability to work under pressure to meet deadlines that are constrained by time
• Ability to communicate or translate effectively in English and Cantonese or Mandarin orally and in writing.
• Ability to work with tenants using culturally informed strategies.
• Ability to implement tenant-centered work plans and priority projects
• Ability to facilitate and organize information meetings, take minutes, and distribute information appropriately
• Ability to demonstrate patience and tolerance and exercise tact, diplomacy and good judgment when dealing with a variety of clients, including those of diverse cultural, educational and socio-economic backgrounds and those with difficult behavioural issues.
• Ability to work with a diverse client base and with people who may have experienced abuse, poverty, grief and loss, oppression, violence, mental health challenges, and/or addiction issues, and/or those who may be living with HIV/AIDS or other life-limiting of life-threatening conditions.
• Ability to work independently and with minimal supervision
• Ability and interest in taking initiative, being flexible, adapting to change and contributing in a team environment
• Ability to assess and respond quickly and effectively to an incident and/or crisis.
• Ability to constructively resolve conflict with co-workers, management and external services
• Ability to interpret and understand financial documents received from tenants
• Ability to prioritize, multi-task and process a large volume of work in a fast-paced environment with a high degree of accuracy while meeting prescribed deadlines
• Ability to respond to emergencies after regular work hours, walk long distances, climb stairs and carry heavy items
• Ability to meet transportation needs

A Police Record Check is a requirement of this position. A clearance requires the absence of any criminal charges or convictions related to this position.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 - 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: Arts, Culture and Community Services (1200)

Affiliation: CUPE 15 Non Pks

Employment Type: Regular Full Time

Position Start Date: February 2025

Salary Information: Pay Grade GR-018: $32.92 to $38.75 per hour

Application Close: January 17, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.